SERVICE AGREEMENT
SERVICE LEVELS, RANKINGS, AND PRIORITY
LEVEL 1 (Platforms or service down)
Initial response: 1 hour during Primary Coverage hours
Commitment: The problem will be worked on until fixed or a reasonable workaround is applied. Updates will be provided to the Customer every 4 hours.
LEVEL 2 (High risk or intermittent continuous service down)
Initial response: 4 hours during Primary Coverage hours
Commitment: The problem will be worked on until fixed or a reasonable
LEVEL 3 (Minor or Intermittent outages of service)
Initial response: 24 hours during Primary Coverage hours
Commitment: The Service Provider will work together with the Customer to mutually prioritise and schedule resolutions into regular release cycles.
LEVEL 4 (Inquiry for information)
Initial response: Within 48 hours
SERVICE RESPONSE
Service: Workspace portal
Description: workspace.passportscan.net
SLA Target: 99.5%
Performance Metric: Resource Availability
Service: App
Description: IOs and Android applications
SLA Target: 99.5%
Performance Metric: Resource Availability
MAINTENANCE
The Service Provider reserves the right to take down the infrastructure affecting the Service full or partial availability in order to conduct routine maintenance to both software and hardware according to the following protocols:
Standard Maintenance Window
- Wed: 1 am –4 am
Scheduled Releases requiring the Service disruption
- Regular planned releases of new functionality will take place during the standard maintenance window.
- Commitment: Minimum of 10 days notice prior to the release going into the production environment.
Scheduled Maintenance
- Routine, scheduled maintenance will be performed inside the maintenance window.
Non-Scheduled / Emergency Maintenance
- Routine, scheduled maintenance will be performed inside the maintenance window.
- Commitment: The Customer will be notified immediately
EXCEPTIONS AND LIMITATIONS
This SLA is subject to the following exceptions and special conditions:
- Response to requests of Severity Level 4 by Client can be delayed up to 48 hours during the aforementioned holiday season.
- Requests for special arrangements by Client may be expedited as a new contract.
- PassportScan may not be liable to credit reimbursement for service impact to data, on lost or damaged data based on Client misuse of the tool.
- PassportScan may not be liable to credit reimbursement due to the lack of use of the tools by the Client.
SERVICE MANAGEMENT
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability. This information is based on the following terms:
Support Ticketing
Support requests will only be attended and registered through the ticket system within the Workspace portal (accessed from the website: https://workspace.passportscan.net).
SERVICE AVAILABILITY
Business hours: M- F (9:30-14:00/15:00-18:30 – 1+ GMT)
On-site support: M- F (9:30-14:00/15:00-18:30 – 1+ GMT)
Emergency Support: Saturdays – Sundays – Local Bank Holidays (most urgent requests)
